Job Description

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

Job Summary:

We are looking for a dynamic and experienced

Trainer

to join our voice process team in the BPO domain. The ideal candidate will be responsible for delivering effective training programs to new hires and existing agents, enhancing communication skills, product/process knowledge, and overall service quality. This role plays a key part in improving customer satisfaction by ensuring agents are well-prepared and confident in handling voice interactions.

Key Responsibilities:

Conduct new hire training (NHT) sessions focused on voice process, communication, product/process knowledge, and soft skills. Design, update, and maintain training content, manuals, and modules. Assess trainee performance through assessments, mock calls, and feedback sessions. Coordinate with operations, QA, and HR teams to identify training needs and plan refreshers/upskilling sessions. Maintain training MIS, attendance, and feedback reports. Conduct floor support/mentoring for new batches during their nesting period. Continuously evaluate the effectiveness of training and implement improvements. Stay updated on client updates, product changes, and quality standards.

Skills Needed:

3+ years of experience in BPO, with at least 1 years in a trainer/facilitator role (voice process). Excellent communication, presentation, and facilitation skills. Strong knowledge of call center operations and customer service best practices. Proficiency in using MS Office tools (Excel, PowerPoint, Word). Ability to manage time effectively and handle multiple batches or programs. Experience in training for international voice processes (US/UK/AUS). Knowledge of adult learning principles and training methodologies. Certification in Training & Development (e.g., Train-the-Trainer, Dale Carnegie - preferred). * Exposure to Learning Management Systems (LMS) or e-learning tools.